VP Global Support
Position: VP of Global Customer Support and Success
Based: San Francisco Bay area
Our client is a Pre-IPO global Enterprise Software vendor specialising in endpoint management solutions and is looking for a Vice President of Global Customer Support and Success, to be based out of the San Francisco Bay area.
**You must live in or be prepared to move to the Bay area. Working from home with a few days a week in the office is NOT an option.
This leader needs to combine Customer Success, systems, and processes across multiple product lines of the business. The VP of Global Customer Support and Success will have demonstrable experience creating outstanding, scalable customer success organizations, be passionate about elevating customer experience pillars, and will be highly motivated to continually be the customer advocate to the highest order.
Ideally you will have worked for a smaller, start-up software vendor and have proven you can build support services (24 x 7) from the ground up. The VP of Customer Support and Success should be comfortable acting as a player-coach with the existing Customer Success team and will be responsible for evolving both customer support and professional services practices. The VP of Customer Support and Success will be responsible for the full customer lifecycle activities (on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) and will help to adopt best-in-class systems and methodologies to ensure high levels of customer engagement and satisfaction.
You will be responsible for leading the global Customer Experience Organization through profitable revenue growth and delivery of an exceptional customer experience. You will direct and develop the company's customer support activities and programs. You will work with executive level management to develop and implement customer support policies and procedures, oversee activities of technical customer support managers and engineers to ensure professional and courteous support to customers and be responsible for resource allocation, including budget and personnel.
This leader will not only help grow the technical support organization but drive it into the future with big data analytics, automation and more to provide customers with a pro-active approach to technical support.
The position oversees the organization that becomes a primary point of interaction with customers post-implementation. The role will be managing and reporting on a scorecard of metrics shared between the organizations including backlog, aging, and time to disposition. This position reports directly to the CEO and will manage a growing team of Customer Support and Customer Success engineers.
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San Francisco Bay area